Unified Foundational Offers Strategy and Operations Lead

Microsoft • Austin, TX

7d • $130,900 - $303,600

About The Position

Microsoft’s Customer and Commercial Success organization empowers customers to accelerate business value through differentiated customer experiences and provides end-to-end consulting, customer success, and support across Microsoft’s portfolio. The Service Portfolio and Delivery organization enables customer success on Microsoft Cloud through AI-powered capabilities and human expertise. Microsoft Unified helps customers create value and sustain growth by understanding their priorities and supporting adoption and optimization. The Unified Foundational Offers team develops and brings to market commercial offerings that provide expert guidance and problem resolution.

The role leads the portfolio operating layer for Foundational Offers across enterprise and mission-critical services. It provides horizontal business leadership across a portfolio ranging from embedded AI guidance to premium engineering partnership, connecting portfolio economics, pricing, delivery capacity, engineering priorities, and investment returns to support coherent leadership decisions. Working as a peer to offer program leaders, the role establishes shared operating models and translates competing business needs into defensible portfolio choices. Success is measured by improvements to decisions, including pricing that protects differentiated customer value, sharper engineering priorities, and corrected capacity assumptions before funding. The role influences revenue and margin quality, retention, value realization, and upgrade movement through business judgment and influence rather than sole quota ownership or coordination-only program management.

Requirements

• Bachelor’s degree in Business, Operations, Finance, or a related field and 10+ years of experience in product management, program management, process management, or process improvement, or equivalent experience.

Nice To Haves

• Master’s degree in Business, Operations, Finance, or a related field.
• Demonstrated leadership of a services or support business, with accountability for a P&L or portfolio scorecard and evidence of improving business decisions and outcomes.
• Fluency in portfolio economics, cost-to-serve, demand and capacity modeling, and investment-return analysis, with the ability to turn uncertain assumptions into actionable operating choices.
• Strong commercial judgment in pricing and service-tier differentiation, including the ability to challenge proposals that weaken customer value progression or delivery economics.
• Credibility with Finance, support delivery, and product engineering leaders; demonstrated ability to influence senior peers, arbitrate competing priorities, and drive adoption without relying on direct authority.
• Ability to establish common definitions, decision rights, and operating models across a complex portfolio and explain trade-offs clearly to executive and cross-functional audiences.
• Experience integrating enterprise support, customer success, and premium mission-critical services into a coherent portfolio operating model.
• Experience assessing how AI-enabled guidance, deflection, or autonomous resolution affects service demand, capacity, and customer outcomes.
• Experience with consumption-based, value-linked, and bespoke or multi-year service pricing, and with commerce or engineering transformation prioritization.
• Experience building portfolio scorecards that connect retention, attach and upgrade behavior, delivery economics, and investment decisions.

Responsibilities

• Establish a common portfolio taxonomy and revenue-attribution framework for offer leaders, Finance, and delivery teams to share a view of offers, customer value, delivery models, and economics.
• Own the integrated demand and capacity model across support, customer success, and engineering; assess how AI deflection and autonomous resolution affect human demand, cost-to-serve, and premium-service capacity using delivery-owner inputs.
• Shape a coherent pricing architecture across percentage-of-product-value, consumption, and bespoke or multi-year motions; protect premium tiers, increasing value across the service ladder, and sustainable delivery margins.
• Arbitrate competing engineering and commerce-platform requests into a ranked portfolio priority list, presenting evidence-based trade-offs and connecting investment choices to customer outcomes, delivery feasibility, and expected returns.
• Define a portfolio scorecard covering cost-to-serve, margin, renewals, attach and upgrade movement, and campaign influence; align relevant definitions for AI deflection, autonomous resolution, and time-to-guidance, and use the scorecard to improve decisions.
• Set portfolio governance, decision standards, and accountability expectations; partner with offer program leaders and operational coordination support to embed models in business rhythms, resolve cross-portfolio tensions, and communicate consolidated positions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior